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© 2016 ICMI, All Rights Reserved @CallCenterICMI icmi.com | 800.672.6177 How to Deliver a More Seamless Customer Experience

How to Deliver a More Seamless Customer Experience

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©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

How to Deliver a More Seamless Customer Experience

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Defining  Customer  Experience

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Components  of  a  Seamless  Customer  Experience

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

What  Prevents  a  Seamless  Experience?

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Driving  Consistency  Across  Customer  Touchpoints

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Technology’s  Role  in  the  Customer  Journey

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Brands  that  Provide  a  Seamless  Service  Experience

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177

Simple  Ways  to  Improve  the  Customer  Experience  in  2017

©  2016  ICMI,  All  Rights  Reserved @CallCenterICMI icmi.com |    800.672.6177